Helpdesk Administrator

Helpdesk Administrator – FM Service Provider – Isleworth, West Middlesex - £24,871

CBW are currently recruiting for an experienced Helpdesk Administrator looking to take on the next challenge in their career.

One of our key clients is looking for hardworking, ambitious individuals to join the team.

This role oversees the day to day management of the Helpdesk, answering inbound and outbound calls from customers, responding to tickets and ensuring that tasks are responded within a timescale.

Hours of work

08:00am - 17:00pm - Monday - Friday   

Weekend overtime an extra £1 an hour, £2 on bank holidays, and a day in Lieu

24 days plus the bank holiday.

  Key duties and responsibilities

• Monitoring calls received from the customer through to call completion and updating records
• Managing the supply chain and driving them to attend to required SLAs
• Driving the engineering team to attend to all call outs within required SLAs
• Effective communication with all levels of internal teams and external customers
• Ensure QHSE documentation if maintained and readily available using company systems
• Managing the CAFM system
• Answering calls and emails within a timely manner
• Ensure all the reactive requests are raised on the Helpdesk and that they have the correct engineer assigned
• Allocation of internal engineers to callouts and maintenance visits, driving the engineering team to attend to all callouts within required SLAs
•  Actively identify and implement innovation across the contract to enhance performance and continue to meet client expectations  
• Raise and assign work orders to relevant
• To obtain a comprehensive understanding of the scope of the contract and ensure that all work is carried out following the contract scope and not outside of this  
• Obtaining supplier quotes and uploading them onto the internal system for the client approval
• Arranging agency cover and submitting timesheet on the portal

• Attention to detail
• Strong customer service skills
• Excellent verbal and written communication skills
• Self motivated
• Communication skills
• Ability to work as part of a team, as well as independently